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Resolved! Upgrading Unified Workforce Optimization Quality Management 10.5(1) from version 9.0.1.5

Hi We are planning to upgrade Workforce Optimization Quality Management from version 9.0.1.5 to 10.5(1),I referred the below guide, http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/workforce_optimization/qm_10x/insta...

Resolved! Call control groups in UCCX

Hello All. We are creating Call Control Groups in UCCX 8.5 for the agents and noticed something strange. We initially created a call control group that had 10 CTI ports. We started at 2550 and it created the phones and DN's in CUCM 8.6 fine. We then ...

uccx 8.5.1.10000-37

Hello,I am trying to find ISO of contact center express version 8.5.1.10000-37 but i couldn't find in download section -> cisco.com.Can any body help from where i can download this version ?Regards, 

Resolved! UCCX :Position in Queue issues after RNA

 hi all,I made a script and when the call is in queue, it announce the position of the call in queue. but when the same call gets connected to the Agent and Agent doesn't pick up the call (RNA) the call goes back into queue and incorrectly mention th...

nareh84 by • Level 3
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  • 1 replies
  • 0 Helpful votes

Cisco Agent Administrator

We have some of our developers looking into doing some research on writing custom integration with our phone system. Cisco seems to offer the most integration with their Agent Desktop software. The Cisco Agent Administrator seems to have what they ne...

Resolved! DEMO LICENSE IN UCCX 10.0

Hi,I tried to use Demo License for UCCX 10.0 which is in installtion Disk but I got the following error:"The license cannot be added because, either the license config repository cannot be accessed or the license is invalid. Please specify a valid pr...

Resolved! Precision Queue: Agent Order selection

Hi all, If my PQ uses Most Skilled Agent as the Agent Order and there is more than 1 agent having the same agent proficiency total, what is used for the tiebreaker to select the correct agent?a) i remember in the skilled group routing it will use alp...

uccx scipt question, get all lost calls

Hi all,I want to write a script to display all lost calls of the latest 5 days. I'm planing to have a second Work Site to display the list, so we can pro active call back our users.We use the Unified CXX Editor version 8.5, but I can't find documenta...

dsiegle01 by • Level 1
  • 594 Views
  • 4 replies
  • 0 Helpful votes

retain ANI when transfering a call

hiI wrote a script for customer satification survey, using get digit and DB steps, and associated by a trigger ( say "3333"), quite straight forwar and works well.but there is a little catch, when the agent frowatd the call to the trggier extension, ...

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